No service delivery from MTN

During October 2020 i received a call from MTN saying that i can upgrade. I told the lady that I don't know what phone I want at the moment. She said that is not a problem that she can save me money so long till I decide what phone I want. I never said that I want to upgrade to a sim only contract. When I went to the MTN shop on 30 October to upgrade i was told that i cant upgrade because i already upgraded to a sim only contract. I told them that i never upgraded to a sim only. I explained about the call that i received. The person wasn't very helpful as they wouldn't make any money from me. I was also told that they have a new system in place and cant help me and that she would find out from her area manager on Monday 2nd Nov. I didn't receive a call from her and went to the MTN shop and i was only told they cant help me ad that i should phone customer care. On 3rd Nov i phoned 135 and spoke to Mpho he was very helpful and put me through to Shonisa to assist me. I told her what happened and she said she would send a request to MTN channel queries to reverse the upgrade and put me back on my old contract. She said it would take 72 hours. Then as soon as i finished the call i received an sms to say that my query has been closed. I thought that is strange and that it must be a mistake. On 6 Nov i phoned customer care again and spoke to Simodise. She had a look on the system and couldn't find a query that was send to reverse the upgrade. She had difficulty working on the new system and tried to transfer me to someone who could help me but it kept on saying number temporary out of order. She did her best to try and help me. She said that she send a query to MTN channel queries. As soon as the call was disconnected i received another sms to say that my query has been closed.

I send an email to *** as well as *** on 13 November 2020 explaining how i am struggling to get this issue resolved. I received ref numbers *** and ***. It also stated that they will be in contact in the next 24 hours. I decided to give them more time to respond seeing that we have the covid pandemic and that they might have less staff at the offices. On 25 November 2020 i send a 2nd email to customer care and complaints deportment as no one has contacted me in this regard to my complaint. I have been struggling with MTN for more that a month to have this issue resolved and in this time no one from customer care or the complaints department has been in contact with me. I have been a MTN customer for more than 20 years and this is how they treat a customer.